Core Agent

• To courteously answer in-coming calls, assist with guests’ requests and to handle messages accurately and in a timely manner.
• Executes all tasks assigned by his/her superiors
• Demonstrates a high degree of standards awareness
• promotes teamwork and acts as role model
• Attends all scheduled training sessions
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers
• Adheres to the hotel's code of conduct and grooming & hygiene standards
• Is seen as working hands-on, assists colleagues in crunch times
• Actively participates in briefings and meetings
• Maintains a clean and orderly work area and promotes a safe working environment
• Performs any cognate duties as and when required.
• Provides general information and inquiries to all callers and is familiar with all Resort services, hours of operation, key hotel personnel, daily activities, special function, etc
• Is proficient with telephone switchboard, the hotel computer system and facsimile machines.
• Answers all incoming calls promptly with a pleasant tone of voice, using names when possible, and routes calls to proper extensions.
• Accepts and places wake-up calls for hotel guests
• Prepares and updates the telephone extension directory as required
• Ensure accurate preparation and posting of charges for operator assisted calls
• Respond properly in any hotel emergency or safety situation.
• Assist with "Do Not Disturb" requests, screening calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, three-way conversations, collect calls, visitors, and paging equipment
• Report and log all telephone maintenance and operational problems, ensure follow- up on a continuous basis
• Review telephone bills, resolve discrepancies, monitor call accounting system and interface with computer system to maximize revenues
• Assist the manager/supervisor in the reconciliation of monthly telephone bills
• Maintain record of existing equipment, changes, additions and deletions
• Ensure messages are handled accurately and in a timely manner
• Maintain upkeep of phone equipment and headsets, handle telephone change orders and reconcile invoices for servicing of the equipment
• Coordinate all special telephone requests for guests in meeting or guest rooms
• Assists the Reservations department as needed.
• Ensure Fax received for internal and external guests should be delivered promptly.
• Ensure that All Four Seasons Chats should be acknowledged before 90 seconds.
• Answer and follow-up all guests requests through Four Seasons Chats as per FS Chat Standards
• Coordinate all buggy entries and requests.
• Pre-arrival chat message to be sent to guests.
• Perform any other cognate duties as and when required.

• Holds a diploma in Hospitality and/or 1 -2 years of relevant experience in 5 star hotels/resorts.
• Fluent in both English and French, an additional third language beneficial
• Possesses excellent math and psychometric abilities.
• Possesses business acumen, well-developed guest skills and personal flair.
• Computer literate and working knowledge of Opera/ PMS.

An additional third language beneficial